Increase Revenue with Agentforce for Guided Shopping

Learning Objectives

After completing this unit, you’ll be able to:

Describe how Agentforce for Guided Shopping helps B2B buyers and D2C shoppers find products, and manage their orders.
Explain how Agentforce for Guided Shopping improves the B2B buyer and D2C shopper experience.

Offer Personalized Customer Interactions with Agentforce for Guided Shopping

Imagine a scenario where your business can significantly boost its revenue by providing a personalized buying experience for each customer. With Agentforce for Guided Shopping, you can create Guided Shopping agents to guide buyers through complex purchasing decisions. Dive into this module to discover how Agentforce can transform your B2B commerce strategy and influence substantial growth for your business.

Agentforce for Guided Shopping is built on the power of Salesforce AI and Data Cloud. With Agentforce for Guided Shopping you create autonomous, natural language processing (NLP) AI agents that offer your customers personalized interaction throughout their buying journey.

Agentforce for Guided Shopping Feature Highlights

Take a look at how agents created with Agentforce for Guided Shopping enhance the overall buying experience, foster customer loyalty, and promote increased sales. This table highlights how agent-guided shopping impacts business outcomes. When agents help buyers place orders, your efficiency improves, and sales and revenue increase.

Capability	Description
Product Search	Simplifies complex product catalogs by quickly finding products buyers are looking for. Searches for product by product name, category, or specification, which reduces the time spent on searching and increases overall productivity.
Order Management	Provides a clear overview of all past and current orders. This feature is crucial for businesses that need to keep track of multiple transactions and ensure that all orders are processed correctly.
Reorders	Offers buyers the option to quickly reorder previously purchased items. Simplifies reorders, saving buyers time and reducing the likelihood of errors.
Order Status	Provides real-time updates on the progress of orders, from placement to delivery. Gives real-time order status updates. Helps businesses manage their supply chain more effectively and keeps customers informed, which enhances satisfaction and trust.
Multichannel Support	Connects with customers seamlessly across multiple channels, including web chat, mobile apps, social media, and email. Creates a consistent and cohesive customer experience, no matter how they choose to connect.
Guardrails	Operates under predefined constraints tailored to your business, ensuring the AI agent functions within safe, ethical, and effective boundaries. Guardrails help prevent unintended consequences, maintain regulatory compliance, and make sure the AI agents’ actions align with your business objectives and values.
Natural Language Text Communication	Adds the human element to buyer assistance with natural language functionality. Supports buyers using natural language text that delivers trusted, friendly, real-time responses.
Scalability	Handles a large volume of customer interactions simultaneously, making it highly scalable for businesses of all sizes. Ensures that all customers receive timely and efficient support, even during peak shopping periods.
Built-in Trust Layer	Provides a built-in trust layer. Includes features like bias assessments; red-teaming (where experts try to “break” the system to find vulnerabilities); personally identifiable information (PII) masking; transparency on AI-produced content; sustainability considerations; and human oversight.

Agentforce for Guided Shopping–B2B and D2C offers a comprehensive suite of tools that support efficient product search, order management, and customer service.

A Satisfied B2B Buyer

From the B2B buyer’s perspective, an AI agent created using Agentforce for Guided Shopping offers a personal, guided, and trusted buying experience. The agent finds products, answers questions about products, offers recommendations based on past orders, and helps buyers complete purchases with confidence. Here’s how a guided shopping agent helps Rebecca, the lead buyer for an industrial manufacturer, complete a complex order.

Rebecca is searching an industrial supplier’s B2B website for 50 hydraulic pumps with specific pressure settings and 100 temperature sensors certified to meet a defined industry standard. She’s struggling to complete this large, complex order. To help buyers find products and complete orders, the supplier’s site just launched a Guided Shopping AI agent. Rebcecca decides to try out the guided shopping agent and see how it can help complete her order.

Agentforce for Guided Shopping B2B Commerce conversation.

Rebecca has an account with this supplier and logs in to her account. She then activates the agent. The agent asks Rebecca questions about the products she’s looking for and the specifications for each. The agent finds suitable products and offers links to product specifications so Rebecca can confirm the products meet her requirements. With Rebecca’s approval, the agent adds products to her order, and informs her of a discount available through her company’s negotiated entitlements.

The AI agent also determines that Rebecca’s company has a purchase order agreement with the supplier and sends Rebecca a link to a preconfigured purchase order. Rebecca reviews the purchase order, approves the items, and completes the order quickly with a digital signature. She’s thrilled with the efficiency of the process, which took less than 15 minutes instead of the hour she had expected.

D2C and a Happy Camper

If your implementation of Commerce includes a D2C store, you can configure an Agentforce for Guided Shopping AI agent to help your D2C shoppers find products and complete purchases. Here’s an example where Jerry, an avid camper, uses the Ursa Major Solar D2C site to upgrade his travel trailer.

Jerry is shopping on the Ursa Major Solar site for a solar power upgrade for his travel trailer. He’s getting frustrated with all the options and doesn’t know which are compatible with his trailer. Despite usually avoiding automated help, he decides to try the Ursa Major Solar guided shopping AI agent. Jerry starts a chat session. The agent asks for details about his trailer and provides three compatible solar panel kits, including the Pro Camp Trailer kit. Jerry reviews the options and customer reviews provided by the agent.

Agentforce for Guided Shopping D2C Commerce conversation.

A few days later, Jerry returns to the site and starts a new chat session. He has a few questions about the Pro Camp Trailer Kit’s warranty and financing options. The guided shopping AI agent clarifies for Jerry that most repair shops cover the warranty and that Ursa Major Solar offers 12 months of interest-free financing on the Pro Camp Trailer kit. Jerry decides to purchase the Pro Camp Trailer Kit and apply for financing. The agent helps him through the checkout process, and Jerry completes his order, feeling satisfied and excited for his new solar kit.

Both of these examples show how easy it is for buyers and shoppers to use a guided shopping AI agent. Rebecca finds products that require global standards calibration specifications. The agent also identifies negotiated pricing her company is entitled to. The guided shopping agent helps Jerry quickly find the perfect solar panel upgrade for his trailer and sweetens the purchase with a financing offer. In both cases, the guided shopping agent is responsive, friendly, respectful, fast, accurate, and stays within the guardrails set for it.

To enable Agentforce for Guided Shopping in your B2B or D2C Commerce instance and offer your customers a new convenient shopping experience, you need these licenses and Einstein generative AI activations.

Required Licences	Required Add-on Licenses	Generative AI
B2B or D2C Commerce Cloud Service Cloud or Sales & Service Edition: EE, UE, or PXE	Agentforce Einstein for Service	Einstein generative AI

To enable Einstein generative AI and Agentforce, configure these settings in your Salesforce org.

Complete the steps outlined in Set Up Einstein Generative AI. These steps include setting up Data Cloud, turning on Einstein generative AI, setting up Einstein Trust, and turning on Einstein Data Collection and Storage.
To enable Einstein Agents, click Setup and in the Quick Find box, search for and select Agents.
If you don’t see Agents in Setup, verify that Einstein Generative AI is enabled. If that’s not the issue, make sure you have the right license and user permissions for your agent type.
Turn on Agentforce to get access to the Agentforce (Default) agent. After you enable Agentforce, refresh the page to see the +New button to create agents.
Refresh your browser.
From Setup, in the Quick Find box, search for and select Commerce Agentforce Settings.
Turn on Agentforce for Guided Shopping - B2C.

A guided shopping AI agent is your comprehensive buyer assistant that enhances your buyers’ online purchasing experience. It provides real-time support and ensures ‌connected interactions throughout the customer journey. The capabilities of Agentforce for Guided Shopping cover a wide range of tasks, including product search, order lists, order status, reorders, ‌checkout, and customer service. All of these features are designed to create a positive and efficient buying experience that engages customers and drives sales.

Now you know that Agentforce for Guided Shopping supports trusted, friendly, and timely online B2B and D2C sales, service, and shopping experiences. And you understand the unique capabilities of AI agents. Next, learn how to set up Agentforce for Guided Shopping and create a guided shopping agent.

Resources

Salesforce Help: Agentforce for Guided Shopping for B2B & D2C Commerce

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